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Location: Makati, NCR

Date Posted: 2023-06-19

Hiring Organization: KMC Solutions | XTN-4EF6132

Career Category: Client Services / Account Management

How You’ll Make an Impact

  • Respond to customer queries in a timely and accurate way, via phone, email.
  • Identify customer needs and helping customers use specific features.
  • Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information provided from customer
  • Follow up with customers to ensure their technical issues are resolved.
  • Assist in training junior Customer Support Representatives.
  • Proactively report and notify management team of critical system issues/bugs/outages and create tickets to appropriate team members for resolution
  • Maintain documentation and proper records of work operations and decisions taken
  • Facilitate technical conversations with Publisher partners to identify resolutions for technical issues

What You’ll Need to be Successful

  • Must Have:  
    • 2-4 years of direct, verifiable customer support experience in a fast-paced environment
    • Strong written, verbal, and organization skills
    • Excellent problem solving, critical thinking, and analytical skills
    • Experience with enterprise social media networks
    • Strong understanding of technological platforms and web infrastructure
    • Quick learner; able to learn new technologies on own as necessary
    • Ability to work effectively cross-functionally with Product, Sales and Customer Success.
    • Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
    • Willingness to work off hours (nights and weekends) as urgent customer needs dictate
    • Committed team player with the ability to function both independently and as part of a team
    • Must be personable, friendly, and able to work efficiently under time constraints.
    • In this position, you will routinely act independently while researching and developing solutions to customer issues
    • Experience using help desk software and remote support tools
    • Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
    • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
    • Must be willing to work onsite at KMC Armstrong Bldg, Makati City and willing to work on shifting schedule.
  • Desired Skills (but not required):  
    • Experience as a Customer Support Specialist or similar CS role with an enterprise Saas provider
    • Familiarity with the MarTech industry
    • Experience working with social media platforms and listings management software
    • Experience working with local landing pages and SEO